Manager, Contact Center Operations & Insights

CVS Health•Carapichaima, MA

1d•$54,300 - $159,120•Onsite

About The Position

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. Position Summary We are seeking a highly analytical and detail-oriented Telephony & Workforce Insights Analyst to support Contact Center Operations through data-driven insights, platform analytics, and routing transparency. This role focuses on telephony and routing analytics, workforce-related KPIs, and proactive identification of data and routing anomalies. The ideal candidate brings strong analytical rigor, technical curiosity, and the ability to translate complex data into actionable operational insights.

Requirements

2–4 years of experience in contact center analytics, workforce management, telephony reporting, or operational analytics.
Strong analytical skills with experience working with large datasets and translating findings into clear insights.
Experience supporting KPI maintenance related to capacity planning and operational performance.
Ability to troubleshoot data issues and collaborate across technical and operational teams.
Strong written and verbal communication skills, with the ability to present insights clearly to varied audiences.

Nice To Haves

Experience working with NiCE platforms (CXone, IEX, EEM, or related tools).
Familiarity with call routing concepts, IVR logic, TFN management, and telephony architecture.
Proficiency in reporting and visualization tools such as Excel, Power BI, Tableau, or similar.
Experience supporting healthcare, insurance, or other regulated contact center environments.
Exposure to workforce management concepts including forecasting, scheduling, and utilization modeling.

Responsibilities

Provide Telephony & Routing Analytics Support across inbound, outbound, and IVR call flows.
Maintain and monitor key workforce and telephony KPIs to inform short- and long-term capacity models, including handle time, utilization, shrinkage, and volume trends.
Manage and support the flow of telephony and interaction data from NiCE platforms into Enterprise Data Analytics environments.
Identify, investigate, and resolve data discrepancies between telephony platforms, workforce systems, and downstream reporting.
Execute ad hoc reporting requests to support leadership inquiries, operational reviews, and cross-functional initiatives.
Deliver Workforce & Operational Insights by analyzing agent performance, volume patterns, and routing outcomes to surface risks and opportunities.
Support TFN, IVR, and Telephony Structure by validating routing logic, number assignments, hours of operation, and queue configuration.
Proactively flag routing anomalies, call distribution issues, or performance irregularities and partner with Operations, Technology, and Platform teams on remediation.
Contribute to documentation of data definitions, KPI logic, and telephony reporting standards to promote consistency and transparency.